Associate Clinical Experience Analyst

Hammerjack Pty Ltd; Philippines; On-site; PHP 360,000 - 540,000; Full time

Job summary

Hammerjack Pty Ltd.'s rare disease PreventionGenetics support team is seeking an Associate Clinical Experience Analyst to deliver clinical expertise and operational support for medical inquiries, ensuring accurate handling and process escalations.

You will collaborate with cross-functional teams, develop training content, monitor inquiries metrics, and support workflow improvements to enhance customer experience across the portfolio.

Qualifications

• Bachelor's or Associate Degree in Science is required.
• Typing for approximately 90% of a typical working day.
• Ability to work on Weekdays, nights and/or weekends and overtime as needed.

Responsibilities

• Acts as a clinical liaison for both internal and external customers, addressing elevated inquiries.
• Facilitates elevation and documentation process for Unsolicited Medical Inquiries across product portfolio.
• Provides product-specific clinical training, including content creation and collaboration with training teams.
• Collaborates with laboratory and pathology teams to ensure accurate case resolution and process improvements.
• Monitors metrics for clinical inquiries and elevations, and identifies trends for corrective and preventative actions.
• Investigates escalations to identify process gaps and recommends retraining or workflow adjustments.
• Documents all information according to standard operating procedures.

Skills

Science degree

Typing proficiency

Mobile/device work

Education

Bachelor's or Associate Degree in Science

Job description

About the role

The Associate Clinical Experience Analyst delivers clinical expertise and operational support, ensuring accurate handling of medical inquiries and process escalations. It combines training development, cross-functional collaboration, and data-driven analysis to improve workflows and enhance customer experience. This role will be in support of our rare disease customer facing team for PreventionGenetics.

Key responsibilities

• Acts as a clinical liaison for both internal and external customers, addressing elevated inquiries.
• Facilitates elevation and documentation process for Unsolicited Medical Inquiries across product portfolio.
• Provides product-specific clinical training, including content creation and collaboration with training teams.
• Collaborates with laboratory and pathology teams to ensure accurate case resolution and process improvements.
• Monitors metrics for clinical inquiries and elevations, and identifies trends for corrective and preventative actions.
• Investigates escalations to identify process gaps and recommends retraining or workflow adjustments.
• Documents all information according to standard operating procedures.

About you

• Bachelor's or Associate Degree related to Science
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
• Ability to work weekdays, nights and/or weekends and overtime as needed.